April Mae Jumalon
New Manila, Quezon City
Mobile number: +639**-*******
Duties and Responsibilities:
1.Diageo Business Service Centre
Order-to-Cash Processing Super User (Role Redundiated)
January, 2017 – May, 2017
Supervised the team processing payments and cash allocations as well as those handling the billing and customer spend activities.
Responsible for managing Operational reports.
Maintained financial accounting process documentations.
Maintained leading and lagging metrics and productivity data.
Ensured all staffs are trained on the required processes.
Ensured all Operational Excellence documents are updated and well understood by the team.
Ensured both contractual and operational KPIs are met (responsibility of delivering the service within agreed deadlines and at the required quality)
Maintained a thorough knowledge of client’s financial accounting policies and generally accepted accounting principles, internal control standards, and statutory reporting requirements
Ensured confidentiality, integrity and availability of information, records or processes associated with services provided.
2.Henkel Asia Pacific Service Center (HAPSC)
Accounts Receivable Manager – Key Accounts
March, 2015 – May, 2016
Managed Key Customer Accounts for overall OTC processes.
Lead and supervised the team in achieving SLA’s and KPI’s set by the Business Unit.
Assisted the Team Manager in executing strategies, achieving goals and creating highly inspired team.
Monitored performance against standards and develop people.
Ensured that department procedures are being followed.
Evaluated process improvement opportunities and update procedures when needed.
Communicated with Business Units, troubleshooting errors and responding to enquiries when needed.
Ensured that collection activities are timely and consistently performed by team members. Investigates and resolves or recommends resolutions and escalate when necessary.
Encouraged process improvement.
Ensured that Credit Management process is timely and consistently applied.
Monitored process and individual performance.
Decreased the accounts receivable from 14% to 8% in less than 6 months and stabilized between 9%-10% on the succeeding months with additional accounts.
Other related duties and special projects.
3.Reed Elsevier Philippines Inc.
Operations Supervisor (Credit and Collections)
June, 2014 – December, 2014
Responsible for managing a team of 18 collectors.
Managed the process to improve cash flow, overdue targets, efficiency of the process and productivity.
Responsible for updating the desk top procedures.
Ensured compliance of the process with the controls set by the Business Unit (e.g payment terms, write off/refund request, disputes, bad debt, etc.)
Responsible for people management functions, operational aspect of the business and the personal development plan for each staff.
Point of contact within the team in any operational issues and a point of escalation as well.
Acted as a business partner and works closely with internal and external stakeholders.
Day to day collection activity and monitoring of own ledger.
Responsible for producing reports/timely input on monthly reporting and other ad-hoc reports on portfolio performance.
Proposed initiative for the process.
Onshore Training for Process/Knowledge Transfer in India.
4.eData Services Phils., Inc.
Assistant Manager – Billing and Collection
July, 2013 – March, 2014
Oversee the collection process of the company.
Responsible of managing a team of 4 members.
Created training materials/ desk top procedures for the collection process.
Spearheaded the automation process to align the systems (Quickbooks and Webbill) for the invoices, reporting, A/R activities / transactions.
Proposed the process for accepting online payments to facilitate the ease of the customers in paying their invoices online along with the benefits and advantages.
Proposed credit limit for each customer.
Created invoices and posting of payments in the system.
Updated the contact information in the database.
Generated A/R Aging Summary Report for the management review.
Prepared AR Aging Report on a timely basis or when needed.
Have done the collection call for all the past due accounts.
Attended client queries regarding billing/invoice.
Coordinated with other teams with regard to the resolution.
Proposed areas for improvement for other processes.
Spearheaded the semi-automation project of the Daily Job Record, Productivity Hours and Productivity Performance of the Operations Department.
Proposed offsetting or application of credits in the past due invoices of the customer.
Established sanctions for the production department in line with the company guidelines.
Performed other functions that may be assigned by the Operations Manager or Finance Controller.
5. WNS Global Services
Assistant Manager - Collection
Accounting and Finance - Pioneer Account (B2B)
Japanese Shipping Line Account
December, 2011 – June, 2013
Management of the team to ensure the standards and all expected requirements set by the clients are achieved.
Did the end to end recruitment process.
Created pre-process and process training plan for the Finance and Accounting Team.
Established the standard operating procedure for the team and update when needed.
Responsible for monitoring the productivity of the associates on a daily basis.
Supervised the performance of the team to meet agreed Project Goals and Targets.
Conducted daily audit of the notations on the accounts called.
Established KPI and incentive program for the agents.
Ensured that the SLA’s and KPI are being met.
Holds regular team meeting/huddle to identify priorities for the team and to address the issues if any.
Coordinated to the respective teams whether internal or external of the issues/concerns that encounters on a daily basis (e.g Sales, Cash App Team, Resolution Team, etc.)
Account management and provided prioritization list to the agents.
Acted as a subject matter expert (point of escalation) to help the collectors address the issues/disputes and concerns of the internal/external stakeholders on a day to day operation.
Handled escalations, client inquiries and special requests both from internal and external stakeholders.
Planned and established strategies for the problematic accounts.
Designed the weekly AR Report and monthly calendars for strategic B2B Collection plan.
Attended the scheduled calls both for internal and external stakeholders.
Attended weekly calls for the Accounts Review with the Accounts Receivable Process Manager and Finance Director (client).
Responsible for reportorial requirements based on the schedule frequency for the Management and for other stakeholders.
Responsible for the staffs leave planning, shift scheduling, attendance, maintaining overall compliance with staff policies.
Maintain internal controls and segregation of duties that results to a more productive working environment and proper utilization of resources.
Proposed or recommended an automation process to streamline the procedure/process and the interfacing of the systems.
Decreased the accounts receivable from 12% to 5.77% in 7 months of operation.
Conducted regular discussion on a monthly basis or when needed.
Prepared performance feedback and appraisal in preparation for the performance calibration and appraisal.
Responsible for the leave planning, shift scheduling, attendance, maintaining overall compliance with staff policies.
Encouraged and empowered the bottom agents to excel and to deliver what is being expected from them.
Sr. Billing Analyst /Process Owner
Search Engine Company (Google) – Pioneer Account (B2B)
April 2011-October 2011
Processed A/R billings and adjustments.
Responsible for processing AR transactions such as billing, gathering and analyzing financial information and collections.
Generated repayments for erroneous customer payments or over payments.
Investigated situations where invoices and customer information requirements
Provided required business unit reporting and other required information.
Ensured the completeness and accuracy of invoices in the AR system (manually
encoded or through interface).
Performed supervisory role if and when needed.
Billing Controller / Subject Matter Expert
Manufacturing Company-Wine/Liquor (B2B - Diageo)
May 2009 – April 2011
Ensured that the SLA's set by the client are achieve on the given period.
Managed and executed general accounting processes, including management and/or execution of core financial processes such as billing, accounting, recordings, amortizations, monthly reporting, annual balance, bookkeeping, fiscal forms, and half-year reports.
Timely and accurate understanding and compliance in all aspect of the business.
Maintained a high level of proficiency regarding client services, policies, and site.
Identified the right ways of working if an error encountered during the process & the right course of action to be taken.
Ensured that all requests are process within the given timeline & CARM compliance as well.
Ensured that all deliverables are done/process on a timely manner and compliant with the controls (e.g. Daily Task, Weekly & Monthly Reporting, Cancellation & Threshold Report)
Conducted internal audit for each process within the team to ensure that controls are being carried out.
Investigated the issue and escalate to the proper level of escalation based on the matrix.
Participated in client calls/operational calls and address the issue that is being raised and suggest solution on how to resolve the issue.
Conducted daily meeting/huddle with the team.
Conducted one on one coaching and performance feedback to the junior processors in the team.
Conducted laddering session with the manager for the contributor of the week and for the stack ranking of the processors.
Created Desk Top Procedures/Training materials for the process and for the newly hired employees.
Trained newly hired employees for the role or process.
Senior roles include team support, resolution of complex issues, definition of standards and approaches, planning, and internal/external client relationship management.
Onshore Training for Process Improvement and Knowledge Transfer for 1 month in Budapest, Hungary, Jul.03-Aug.01, 2009
Credit and Collection Advisor
Acting OIC - Pioneer Account (B2B)
Telecommunications Company-U.K (British Telecommunications)
September 2007 – May 2009
Accurate understanding of the bill/invoice depending on the query of the customer
Efficiently recognized, record, and acknowledged and resolved simple customer complaints.
Practiced best use of relevant procedures and operate within a clear policy framework so credit risk is systematically assessed, bad debt/fraud minimized and to limit the client's risk exposure.
Accurate maintenance of records and complete documentation of all accomplished work.
Ensured all customer contacts/communication are handled professionally, efficiently and effectively within agreed time-scales.
Trained newly hired advisors for their role.
Created training design /plan for the newly hired trainees.
Cross trained for rental charges both for broadband and telephone lines (billing and issue resolution) which deal on more complex issues along with the queries and complaints of clients.
Order to Cash Processing
Seminars and trainings attended to be furnished when needed.
AWARDS AND RECOGNITION:
A-List Nominee (2011):
Contributor of the month
Asia Pacific College – Magallanes Village, Makati City
Bachelor of Science in Commerce with specialization in Business Management
June 2003- May 2007
GPA: 3.00 on scale of 4, where 4 is the highest
REFERENCES: To be furnished when needed